Bad service

I have been a loyal Vodacom client,I upgraded my account with Vodacom as I had never encounterd problems before.During the online upgrade i was advised to take and insurance and assured me that they will send a SIM card with for Sim swap as my nearest Vodacom shop does not cater for that.In addition to that i was offered an isurance aswell,The phone was delivered with no Sim card and I had to opt for a prepaid SIM in the mean time.The phone is now ****** and suddenly they can't assist.point 1 they can't see the phone on the system in order 4 them to blacklist the phone,2 they have a different phone insured on their system a phone I know nothing about ,3 inurance wont pay because I was using prepaid yet I have been paying 4 their services including insurance .Iam helpless and lost trust in them.